@grgoirebougnot
Customer Success Consultant at SNCF who reduced repeat customer contacts by 18% through analysis of service requests.
SpainAt SNCF, I analyzed more than 150 customer requests per week, helping improve response quality and reduce repeat contacts by 18%. I also handled sensitive, high-priority cases while maintaining a CSAT score above 92%.
At Arvato Financial Solutions, I managed and coached a team of customer success agents in the French market. I helped improve team performance by 15% year-on-year and maintained SLA compliance above 95% through KPI monitoring, coaching, and operational coordination.
Work history, roles, and key accomplishments
SNCF
Jan 2023 - Jan 2025 (2 years)
Analyzed 150+ customer requests per week to identify recurring issues, improve response quality, and reduce repeat contacts by 18%. Managed complex and high-priority customer cases, maintaining a CSAT score above 92%.
Managed and coached a team of 10+ customer success agents, improving team performance by 15% year-on-year. Oversaw 3,000+ monthly customer cases in a high-volume financial services environment, maintaining SLA compliance above 95%.
Degrees, certifications, and relevant coursework
Baccalauréat, Hospitality & Catering
2011 - 2013
Completed a Hospitality & Catering Baccalauréat at Lycée Saint-Jean in Limoges from 2011 to 2013.
Basic and Advanced Data Analytics Specialization, Data Analytics
Completed the Basic and Advanced Data Analytics Specialization from Google.
Microsoft Power BI Data Analyst, Data Analysis
Completed the Microsoft Power BI Data Analyst certification from Microsoft.
Computer Science Training, Computer Science
Completed Computer Science Training from Google.
Basic Statistics, Statistics
Completed Basic Statistics course from the University of Amsterdam.
Software and tools used professionally
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